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Show Results For
- All HBS Web
(2,042)
- People (2)
- News (321)
- Research (1,529)
- Events (2)
- Multimedia (4)
- Faculty Publications (911)
- May 2013
- Case
Transport Corporation of India (A): The Cross-selling Conundrum
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (A): The Cross-selling Conundrum." Harvard Business School Case 113-003, May 2013.
- 2010
- Other Unpublished Work
Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions
By: Jill Avery
An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details
- September 2020 (Revised July 2022)
- Supplement
Spreadsheet Supplement to "Artea: Designing Targeting Strategies"
By: Eva Ascarza and Ayelet Israeli
Spreadsheet Supplement to "Artea: Designing Targeting Strategies" (521-021). View Details
- May 2013
- Supplement
Transport Corporation of India (B): Choosing the Right Candidate
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (B): Choosing the Right Candidate." Harvard Business School Supplement 113-131, May 2013.
- April 2009
- Supplement
Merck: Managing Vioxx (E)
By: Robert L. Simons, Kathryn Rosenberg and Natalie Kindred
Keywords: Leadership; Decision Choices and Conditions; Customer Focus and Relationships; Pharmaceutical Industry
Simons, Robert L., Kathryn Rosenberg, and Natalie Kindred. "Merck: Managing Vioxx (E)." Harvard Business School Supplement 109-084, April 2009.
- November 1994 (Revised October 2011)
- Background Note
Innovation: A Customer-Driven Approach
By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details
Iansiti, Marco, Thomas J. Kosnik, and Ellen Stein. "Innovation: A Customer-Driven Approach." Harvard Business School Background Note 695-016, November 1994. (Revised October 2011.)
- February 2010
- Background Note
Millipore Background Note
By: Elie Ofek and Natalie Kindred
This note provides background on Millipore Corporation, a global provider of products and services used primarily in the discovery, development and production of therapeutic drugs. With a track record of quickly adapting to the evolving needs of its customers,... View Details
Keywords: Organizational Change and Adaptation; Customer Focus and Relationships; Biotechnology Industry; Pharmaceutical Industry
Ofek, Elie, and Natalie Kindred. "Millipore Background Note." Harvard Business School Background Note 510-059, February 2010.
- October 2003
- Case
Merrill Lynch: Supernova
Supernova is the name given to a new way to manage client relationships that originated in the Merrill Lynch Indianapolis offices. During a trial period, Supernova generated very good results among financial advisers and their customers, but challenged the traditional... View Details
Keywords: Organizational Change and Adaptation; Customer Relationship Management; Organizational Culture; Financial Services Industry; Indianapolis
Oliva, Rogelio, Roger H. Hallowell, and Gabriel R. Bitran. "Merrill Lynch: Supernova." Harvard Business School Case 604-053, October 2003.
- 2020
- Book
The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value
By: Marco Bertini and Oded Koenigsberg
How some firms are rewriting the rules of commerce by pursuing “ends”—actual outcomes—rather than selling “means”—their products and services. View Details
Bertini, Marco, and Oded Koenigsberg. The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value. Management on the Cutting Edge. Cambridge, MA: MIT Press, 2020.
- June 2013
- Supplement
Union Corrugating Co. (Video Supplement)
By: Jim Sharpe
This is the Video Supplement for Union Corrugating Company(A) and (B) (HBS Cases 803065 and 804003). View Details
Keywords: Family-owned Business; Entrepreneurial Organizations; Entrepreneurs; Sales Force Management; Salesforce Management; Operations Management; COST Control; Gender; Careers; Turnaround; Turnarounds; Supply Chain Management; Restructuring; Entrepreneurship; Customer Focus and Relationships; Supply Chain; Steel Industry; Construction Industry; North Carolina; United States
Sharpe, Jim. "Union Corrugating Co. (Video Supplement)." Harvard Business School Video Supplement 813-724, June 2013.
- June 2024 (Revised August 2024)
- Case
Hospital for Special Surgery: Returning to a New Normal? (A)
By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory
Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details
Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States
Huckman, Robert S., Michael Lingzhi Li, and Camille Gregory. "Hospital for Special Surgery: Returning to a New Normal? (A)." Harvard Business School Case 624-092, June 2024. (Revised August 2024.)
- March 2011 (Revised March 2021)
- Teaching Note
Terror at the Taj Bombay: Customer-Centric Leadership
By: Rohit Deshpande
Teaching Note for 511703. View Details
- May 2002 (Revised May 2002)
- Case
Tim Blanchard at Jones Mendel & Co.
By: John J. Gabarro
Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. A rewritten version of an earlier... View Details
Keywords: Customer Focus and Relationships; Managerial Roles; Work-Life Balance; Consulting Industry
Gabarro, John J. "Tim Blanchard at Jones Mendel & Co." Harvard Business School Case 402-052, May 2002. (Revised May 2002.)
- Teaching Interest
Overview
By: V.G. Narayanan
I teach accounting to MBA students, executives, and Harvard Extension School students. I teach topics from both financial and managerial accounting. I also train professors in teaching by the case method. View Details
- 2020
- Working Paper
Targeting for Long-Term Outcomes
By: Jeremy Yang, Dean Eckles, Paramveer Dhillon and Sinan Aral
Decision makers often want to target interventions so as to maximize an outcome that is observed only in the long term. This typically requires delaying decisions until the outcome is observed or relying on simple short-term proxies for the long-term outcome. Here we... View Details
Keywords: Targeted Marketing; Optimization; Churn Management; Marketing; Customer Relationship Management; Policy; Learning; Outcome or Result
Yang, Jeremy, Dean Eckles, Paramveer Dhillon, and Sinan Aral. "Targeting for Long-Term Outcomes." Working Paper, October 2020.
- June 2013
- Supplement
Union Corrugating Co. (A) (Spreadsheet Supplement)
This is the spreadsheet supplement for HBS Case 803065, containing Exhibit 3 as an Excel document. View Details
Keywords: Family-owned Business; Entrepreneurial Organizations; Entrepreneurs; Sales Force Management; Salesforce Management; Operations Management; COST Control; Gender; Careers; Turnaround; Turnarounds; Supply Chain Management; Restructuring; Entrepreneurship; Customer Focus and Relationships; Supply Chain; Steel Industry; Construction Industry; North Carolina; United States
- March 9, 2023
- Article
Linking Growth and the Frontline
By: Frank V. Cespedes, Jay Galeota and Michael Wong
Most strategies are about growing the business. But about one quarter of companies do not grow at all and, even before the pandemic, only one in eight achieved more than 10% revenue growth annually, according to data from S&P Global regulatory filings. One reason is a... View Details
Cespedes, Frank V., Jay Galeota, and Michael Wong. "Linking Growth and the Frontline." Sales & Marketing Management (website) (March 9, 2023).
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details